Escalation Specialist

Bosta

Cairo permanent

Posted: February 26, 2026

Job Description

About Bosta:
Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience all together to provide a one-stop-shop for delivery solutions.

Job Code: I- 2026COMM-069

About The Role:
The Escalation Specialist serves as the main point of contact for complex or escalated shipping issues. This role focuses on investigating root causes, coordinating with cross-functional teams, and ensuring timely, effective resolutions. You will maintain high customer satisfaction, provide clear updates, and identify trends to drive continuous process improvements while supporting the customer service team in handling complex cases.

Job Responsibilities : :
• Serve as the main point of contact for customers with complex or escalated shipping-related inquiries and complaints
• Investigate customer issues by gathering relevant information from internal systems, communicating with warehouse, logistics, and other teams
• Analyze the root cause of issues and determine appropriate solutions or courses of action
• Coordinate with cross-functional teams to ensure timely resolution of customer concerns
• Provide detailed status updates to customers throughout the escalation process
• Identify trends and patterns in escalated issues to recommend process improvements
• Maintain a high level of customer service and ensure positive customer outcomesCollaborate with the customer service team to provide training and guidance on handling complex situations

Job Requirements: :
• From 1-3 years of experience in the customer experience field.
• Strong analytical and problem-solving skills with the ability to interpret data and identify trends.
• Excellent communication and collaboration skills to work effectively with cross-functional teams.
• Thorough understanding of the company's shipping policies, procedures, and service level agreements.
• Strong attention to detail and ability to maintain accurate records.

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